Service Desk Intern

AeroVironment • Simi Valley, CA

3d

About The Position

The Service Desk Intern is a member of the Information Technology Service Desk Team and shadows different members of the Service Desk team. The Service Desk intern is primarily responsible for imaging computers, PC refreshes, installing/uninstalling software, assisting with new hire onboarding tasks, performing e-waste activities per policies and procedures, recording actions in the ticketing system and documenting how-to’s and FAQ’s for the team and customers.

Requirements

• High School Diploma or GED equivalent and college student
• Excellent customer service and verbal/written communication skills
• Strong computer skills and proficiency in Microsoft Office, Windows OS and Dell hardware
• Demonstrates effective analytical, problem-solving, interpersonal, time management, organizational & interpersonal skills

Nice To Haves

• Able to excel in a fast-paced, deadline-drive environment, where small teams share a broad variety of duties
• Displays strong initiative and drive to accomplish goals and meet company objectives
• Takes ownership and responsibility for current and past work products
• Works well with others and consistently demonstrates teamwork, collaboration and puts the success of the team above one's own interests.
• Shares ideas and knowledge with others

Responsibilities

• Provides world-class customer service.
• Troubleshoots IT related issue or request, either through remote connection or deskside visit by utilizing resources including existing expertise, teammates, knowledge articles and other documented policies and procedures.
• Performs computer imaging and deployments, phone deployments, PC refreshes, e-waste activities and works with the IT asset manager to ensure CMDB is updated appropriately and the needed equipment is in stock.
• Delivers and configures needed IT equipment to the proper location, including personnel moves.
• Assists and trains customers on how to use assigned IT equipment.
• Provides support for on-site/off-site meetings, conference rooms and audio/video related support.
• Documents support interactions with the details of inquiries, complaints, comments, actions taken and resolution by updating existing or creating a new ticket.
• Follows-up with customers on status for urgent issues/requests that are escalated to another Tier or team.
• Provides customers with preventive maintenance, configuration recommendations and points them to relevant self-help materials.
• Updates relevant knowledge articles and/or self-help materials.
• Other duties as assigned by team lead or service desk manager.

Benefits

• AV offers an excellent benefits package including medical, dental vision, 401K with company matching, a 9/80 work schedule and a paid holiday shutdown.

What This Job Offers

• Career Level: Intern
• Education Level: High school or GED